Technical Service Management Airlines Domain

For more than 40 years, Accelya has been the industry’s partner for change, simplifying airline financial and commercial processes and empowering the air transport community to take better control of the future. Whether partnering with IATA on industry-wide initiatives or enabling digital transformation to simplify airline processes, Accelya drives the airline industry forward and proudly puts control back in the hands of airlines so they can move further, faster.

Technical Service Management Airlines Domain

Vikhroli, Mumbai

Role purpose

In Service Management you will be responsible for managing a team of L2 analysts & specialists that triage & resolve the incidents raised by the customers within the committed service levels. This role requires a proactive leader with strong knowledge in Airline domain.

Duties & Responsibilities
• Hire, develop & manage L2 analysts, providing guidance & support in resolving customer issues
• Foster a collaborative and high-performance culture, encouraging continuous learning & development
• Collaborate with development, infra teams on bugs, enhancements alike to optimize performance
• Drive efficiency via automating / scripting routine tasks pushing manual work on complex tasks
• Develop & maintain comprehensive documentation / knowledge base on incident management
• Drive knowledge improvement enabling L1 & L2 teams to simplify work on complex issues
• Develop and deliver training programs to enhance the skills and knowledge of the support team
• Set up proactive coverage & monitoring for systems & teams
• Act as primary contact for escalations, coordinating with internal & external stakeholders to drive timely resolution
• Manage regular reports & dashboards on trends, team performance & SLA compliance as per the contract with Client
• Lead and manage SLA status calls with Client on periodic basis
• Engage with Client to understand their needs and ensure a high level of customer satisfaction
• Participate in post-incident reviews and root cause analysis, driving actions to prevent recurrence
• * Knowledge, Experience & Skills
• 10+ years of experience in Airline domain with preference for IATA certification
• Technical experience in MS SQL Server is mandatory for this role
• Preferred experience on support tools viz. Jira, Zendesk, Salesforce, Service Now, etc.
• Preferred Understanding on industry best practices for NDC (New Distribution Capability)
• Preferred technical knowledge that enables deeper understanding of issues & resolution paths
• Proven experience in a support management, within airline industry
• Excellent communication with customers & executives alike
• Strong background in incident management and triage processes
• Experience leading and managing a team of analysts or support staff

What Do We Offer
• An opportunity that provides open culture and challenges to satisfy intellectual needs
• Smart working: hybrid remote/office working environment
• Excellent, dynamic and multicultural environment
• Work-life balance

About Accelya

Accelya is a leading global software provider to the airline industry, powering 200+ airlines with an open, modular software platform that enables innovative airlines to drive growth, delight their customers and take control of their retailing. Owned by Vista Equity Partners long-term perennial fund and with 2K+ employees based around 10 global offices, Accelya are trusted by industry leaders to deliver now and deliver for the future. The company´s passenger, cargo, and industry platforms support airline retailing from offer to settlement, both above and below the wing. Accelya are proud to deliver leading-edge technologies to our customers including through our partnership with AWS and through the pioneering NDC expertise of our Global Product teams.

What does the future of the air transport industry look like to you? Whether you’re an industry veteran or someone with experience from other industries, we want to make your ambitions a reality!

What does the future of the air transport industry look like to you? Whether you’re an industry veteran or someone with experience from other industries, we want to make your ambitions a reality!